Senior Freshservice Solution Architect / ITSM Engineer

Overview

Location:** Dubai, UAE

Job Description

• Platform Implementation & Architecture

• Lead end-to-end implementation and optimization of Freshservice
• Design scalable ITSM workflows aligned with ITIL best practices
• Configure advanced automation using workflows, business rules, and triggers
• Build and optimize service catalogs and self-service portals

Migration & Transformation

• Lead migration from Cherwell to Freshservice
• Translate existing workflows, forms, and automations into Freshservice equivalents
• Oversee data migration (tickets, users, assets, CMDB)
• Ensure minimal disruption and strong user adoption

Cmdb & Asset Management

• Design and implement CMDB structure (CI classes, relationships)
• Manage asset lifecycle and integrations with discovery tools
• Establish data governance and maintenance processes

Integrations & Automation

• Integrate Freshservice with third-party systems (e.g., identity providers, monitoring tools)
• Utilize APIs, webhooks, and automation for system interoperability
• Develop custom solutions where needed (light scripting/logic)

Stakeholder Collaboration

• Work with IT, operations, and business teams to define requirements
• Translate business needs into technical workflows
• Provide guidance on ITSM best practices and platform capabilities

Required Qualifications

• 5+ years of hands-on experience with Freshservice (or similar ITSM platforms)
• Proven experience implementing Freshservice in a mid-to-large enterprise environment
• Strong experience with ITSM migrations (Cherwell → Freshservice highly preferred)
• Deep expertise in Workflow automation
• Deep expertise Business rules & triggers
• Deep expertise in SLA and approval configurations
• Deep expertise in Service catalog design
• Experience designing and managing CMDB and asset management systems
• Familiarity with REST APIs, integrations, and automation tools
• Strong understanding of ITIL frameworks

Preferred Qualifications

• ITIL certification (Foundation or higher)
• Experience with other ITSM platforms (e.g., ServiceNow, Jira Service Management)
• Experience with Freshworks ecosystem tools
• Basic scripting knowledge (JavaScript or similar)
• Experience leading ITSM transformation projects

What Success Looks Like

• Seamless migration from Cherwell to Freshservice
• Highly automated, scalable workflows
• Clean, well-structured CMDB
• Improved service delivery and user experience

Experience

• Freshservice or similar ITSM platform: 4 years (Required)
• CMDB: 4 years (Required)
• ITSM migrations: 4 years (Required)